Focus Group, a major supplier of cloud telephony to NHS primary care, has acquired Voice Connect, the technology partner behind Patient Partner – the only fully-integrated phone-based self-serve platform for general practice.
The companies have worked closely for over 18 months through a strategic partnership, delivering the white-labelled Virtual Care Navigator solution to GP practices under Focus Group’s Think Healthcare brand. This acquisition brings Voice Connect’s development & NHS integration expertise into the heart of Focus Group’s healthcare strategy, strengthening its position as a key enabler of the NHS digital transformation agenda.
Patient Partner (Virtual Care Navigator), unlike typical IVR or call automation tools, is the only phone-access solution with full integration into NHS clinical systems – enabling it to replicate the functionality of online consultation platforms and deliver self-serve capabilities for patients who are digitally excluded or prefer the telephone.
For many, the phrase “digital front door” still conjures images of websites and apps. But the telephone remains the most commonly used channel for contacting GP surgeries. This is often overlooked in transformation plans, leaving a gap in the patient journey. Virtual Care Navigator fills this gap by offering the same self-serve capabilities via phone as through digital portals – including care navigation, appointment booking and administrative tasks. It creates a complete and consistent digital front door for all patients, regardless of how they access their practice.
“Voice Connect has an excellent track record in the health tech space, with a team that really understands the challenges faced by practices and patients,” said Rhys Bailey, CRO at Focus Group. “This acquisition is a natural next step in our shared journey, that puts us in a stronger position to support the NHS in improving patient access.”
The integration of Voice Connect into Think Healthcare’s ecosystem means NHS organisations will benefit from a joined-up digital access offer that supports the Modern General Practice Access model.
Dave Mills, Head of Health & Care at Focus Group, said: “This deal is a game-changer for us. Practices are under enormous pressure to improve access, reduce inequalities, reduce costs, and deliver joined-up care – and we now have a unique capability to support all of that with one truly integrated solution.”
Focus Group has confirmed continued investment in Voice Connect’s roadmap, with a focus on expanding its capabilities across health and care and accelerating the use of AI in real-world primary care settings.
Voice Connect is a specialist technology provider with deep experience in the healthcare sector, self-service automation, systems integration and NHS-aligned solutions. Known for its Patient Partner platform, Voice Connect supports healthcare providers in enhancing access, efficiency and patient care